Facilities Training Manager

1 month ago

London, Greater London, United Kingdom Clipboard Health Full time
Job Description:

The Customer Support Quality Specialist is responsible for developing comprehensive training programs that equip customer support agents with the knowledge and skills necessary to deliver exceptional quality and customer service. The successful candidate will work closely with the support team, operations, and quality assurance teams to design and implement training initiatives that drive continuous improvement and elevate the standard of customer support at Clipboard Health.

Key Responsibilities:
  • Design and develop training programs that focus on quality standards, process adherence, and effective problem-solving
  • Conduct ongoing assessments to identify areas where agents need support or additional training, tailoring content to address specific quality challenges and skills gaps
  • Lead new hire training programs that equip agents with a strong foundation in customer support best practices and Clipboard Health's quality standards
  • Deliver constructive feedback to agents based on audit findings, helping them improve through coaching and targeted training modules

The ideal candidate will have experience in training and development, excellent communication and interpersonal skills, and the ability to work collaboratively with cross-functional teams. In addition, they must be skilled in providing direct, actionable feedback to agents and take complete responsibility for the training cycle, from onboarding through to agents' first day on the job.

Requirements:
  • Bachelor's degree in a related field, such as education, training and development, or communications
  • At least 2 years of experience in training and development, preferably in a customer-facing role
  • Excellent communication and interpersonal skills
  • Ability to work collaboratively with cross-functional teams
  • Skilled in providing direct, actionable feedback to agents
  • Strong organizational and time management skills
  • Able to meet deadlines and prioritize tasks effectively

We offer a competitive salary of $70,000 - $90,000 per year, depending on experience, as well as benefits including health insurance, retirement plan, and paid time off.

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